Masood Sadulla, Head Concierge and Duty Butler at The Twelve Apostles Hotel and Spa shares an insight into the typical life of a concierge at a five-star hotel.
What really sets The Twelve Apostles Hotel and Spa apart is our passionate staff, with each and every team member living by the Red Carnation Hotels’ philosophy of ‘no request too large, no detail too small’. This is especially true for the concierge team, as it is our business to take care of VIP’s, and fulfil requests and special wishes on a daily basis. These range from organising a romantic picnic or dinner, and securing theatre tickets, to arranging private helicopter transfers from the hotel’s own helipad, and putting together a special pet menu for accompanying ‘furry’ guests!
Precision planning is key, and no day is ever the same, which is one of the many reasons I really love my job. Prior to a guest’s stay, we make sure that everything is 100% in place, from their arrival via private jet, helicopter or road transfer to the hotel, to the room being perfectly set up, and special requests being taken care of. Arrangements for dinners, excursions and picnics in the Table Mountain nature reserve behind the hotel are only a few of the services provided by us.
I have also arranged over 30 proposals at my time here at the hotel – with a 100% success rate! Months of planning have gone into every single proposal and we have managed to exceed every guest’s expectation. We understand how important and special these moments are in life and I am proud to say I have shared them with these couples. I feel honoured and humbled to have been a ‘human cupid’ in their lives.
Another unique service we offer is our complimentary ‘Sports Buddy’ programme, which makes us ‘go’ the extra mile for our guests – quite literally! Our Sports Buddy staff members have their gym kit and shoes on standby, ready to train with guests who might be looking for a partner to go for a run along Victoria Road to Camps Bay or Hout Bay Harbour; cycle to Chapman’s Peak; hike in the Twelve Apostles mountain range; attend a yoga class; or play a round of golf. An added advantage is that as a local ‘insider’ the Sports Buddy will be glad to share their wealth of knowledge about the surrounding areas, introducing our guests not only to Cape Town’s secret spots, but also to the best tracks and routes to enjoy a good workout.
As Duty Butlers for the Presidential Suitewe look after a diverse range of high profile guests, from pop stars and A-list celebrities, to the Saudi Arabian Royal family. I’m their go-to person throughout their stay, the confidant they can trust and call in the middle of the night if need be. I move into the hotel for the duration of their stay, in order to be available to them 24/7. Again, no day is ever the same, it always depends on their itinerary – one minute I could be taking them for dinner, ensuring that they get the best table and that everything has been arranged to their precise wishes and standards; the next I could find myself on safari or shark cage diving with them! We know how to provide high-end experiences, unique to every client.
But no matter whether you are a queen or a regular guest, we want to make sure everyone feels welcome and special. My winning formula is to always be myself and to be natural, friendly and kind. We have many guests who return time and again, so we know that we succeed in offering the very best service. To bring joy to people’s lives, to blow them away with exceptionally warm and personalised service – this is what truly inspires me.